A prescription for understandingDon’t be a dodie bird

Communication skills 101 Need a sender Need a complete message Need a receiver

Good communication save lives! Understand the vocab for your field Now, put it into words your patient will

understand! Example: you're doctor ordered an IV

Things that can mess up communication Language barrier Learning barrier Hearing problems Impairment Aging Emotions pain

Barriers to communication https://www.youtube.com/watch?v=vSLv

1C6QaME On this clip, who is the sender? What is the message Who is the receiver What is the result? Do handout verbal coms

Techniques for direct communication A. Organize your thoughts (Message). -- Have key points. --

Eliminate unnecessary information.

B. Speak directly to the person(s) concerned. -- Keep eye contact.

C. Make “I” statements. -- “We” is appropriate if you are speaking for a group, but if the statement or opinion is yours, use “I”.

D. Own your feelings. -- Don’t guess others’ feelings or opinions. Speak for yourself and your feelings rather than projecting them upon others. If you have a statement concerning something say “I think” instead of “we think”.

E. Practice listening checks. -- Use the listening skills you just learned to ensure your direct communication was understood. Ask for the listener’s response.

listening Keys to Effective Listening Take personal responsibility for

understanding what you hear. Concentrate and make a good effort to focus on the person

speaking. Listen without interrupting, disagreeing, or offering

explanations. Use body language (nonverbal gestures) to show that you are

involved in the conversation. Example: nod your head, keep eye contact, keep hands at side.

Ask questions to be certain you are interpreting the message correctly. Example: summarize and paraphrase what you heard.

Take notes as necessary. This will help you remember or document what wa

listening Good listening skills on the job help you

get better information, save time, solve problems, and reduce errors.

On the other hand, poor listening creates misunderstandings, wastes time, and allows for mistakes.

In the health care profession mistakes have the potential for grave effects on the lives of patients.

listening https://www.youtube.com/watch?v=G0y

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Non verbal communicationPositive messages come from: · Attentiveness:

Maintaining eye contact, looking relaxed, facing the speaker, nodding the head to show understanding without interrupting. · Voice and Facial Expression: Clear, strong voice volume, relaxed face with smile when appropriate, and minimal frowning. · Movement and Position: Don’t stand stiffly in one spot, sit down or move around with a relaxed stance, and use movement as an energizer. · Silence: As a sign of effective listening, use silence after asking a question so people can think of their responses; don’t be afraid of silence.

Non verbal communication These Expressions may Indicate: Leaning back in

a chair, yawning, Boredom, fatigue, disinterest, looking at a clock, shifting or shuffling feet

impatience Smiling, nodding agreement, keeping eye

Interest, enthusiasm, agreement, contact, leaning forward humor

Avoiding eye contact, frowning, Confusion, disagreement, scratching head, pursing lips suppressing thoughts or feelings, anger, suspicion

Non verbal https://www.youtube.com/watch?v=B8IS

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communications Most important!!!! Do not judge! People are coming to you in their most

embarrassing and worst moments! Be professional and empathetic, but

don’t get suckered in! Don’t look surprised, and let it go

later!!!!